Front Office Manager

Overview Welcome to Pyramid Global Hospitality, a company that values its employees and aims to create a supportive and inclusive work environment, fostering diversity, growth, development, and wellbeing. Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. The company is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers. The organization operates in over 230 properties worldwide. About OKANA Resort & Indoor Water Park: Located along the Oklahoma River in the Horizons District, near downtown Oklahoma City, OKANA offers an immersive guest experience with a dynamic indoor waterpark, 400+ guest rooms and suites, dining options, and extensive meeting and event spaces totaling 30,000 square feet. OKANA provides a distinctive atmosphere and opportunities for personal and professional growth within Pyramid Global Hospitality. What You Will Have The Opportunity To Do Front Office Manager responsibilities at OKANA Resort & Indoor Waterpark include leading and overseeing daily Front Desk operations to ensure a seamless, welcoming, and high-quality guest experience; acting as a visible leader in the lobby and resolving concerns in real time; managing guest escalations and service recovery in alignment with brand standards and company policies; and ensuring adherence to resort policies and guest service expectations. Responsibilities Lead and oversee daily Front Desk operations to ensure a seamless, welcoming, and high-quality guest experience Act as a visible leader in the lobby, actively engaging with guests and resolving concerns in real time Manage guest escalations and service recovery efforts in alignment with OKANA and Pyramid Global Hospitality standards Ensure adherence to brand standards, resort policies, and guest service expectations Leadership & Team Development Recruit, train, coach, and develop Front Desk team members to deliver consistent service excellence Foster a “People First” culture that emphasizes engagement, accountability, and recognition Partner with Human Resources on performance management, coaching, and documentation Develop and manage schedules to meet business demands while maintaining labor efficiency Operational & Financial Oversight Oversee cash handling, shift balancing, and audit compliance processes Ensure accuracy of room inventory, reservations, arrivals/departures, and guest profiles Monitor key performance indicators (KPIs), including guest satisfaction, upselling, and service recovery trends Collaborate with Revenue Management, Housekeeping, and Engineering to ensure operational alignment Uphold safety, security, and compliance standards across all Front Desk operations Collaboration & Communication Partner closely with Housekeeping to ensure room readiness and accurate status updates Coordinate with Sales and Events teams for group arrivals, VIP guests, and special accommodations Maintain communication with Security regarding guest safety and incident response Provide regular updates to leadership regarding operational performance, risks, and opportunities Qualifications Required: 3–5 years of Front Office leadership experience in a hotel or resort environment Working knowledge of Property Management Systems (PMS); Opera experience preferred Strong leadership, problem-solving, and guest service skills Excellent communication and organizational abilities Flexibility to work evenings, weekends, and holidays Preferred: Resort or luxury hospitality experience Experience in high-volume, multi-outlet environments Familiarity with Pyramid Global Hospitality systems and standards Core Competencies (OKANA “Game Changer” Behaviors) People First – Leads with respect, inclusivity, and a focus on curator engagement and development Integrity – Demonstrates accountability, professionalism, and sound judgment Excellence – Drives high service standards and continuous improvement Leadership & Communication – Builds trust, fosters teamwork, and communicates effectively across all levels Physical & Work Requirements Ability to stand and walk for extended periods Ability to lift up to 25 pounds occasionally Ability to work in a fast-paced, guest-facing environment Why Join OKANA & Pyramid Global Hospitality? At OKANA, we are committed to creating an engaging and supportive workplace where our curators can grow and succeed. As part of Pyramid Global Hospitality, you will be joining a team that values innovation, collaboration, and delivering exceptional guest experiences every day. What are we looking for? Compensation $ $ Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations. #J-18808-Ljbffr